TY  - JOUR
AB  - Purpose The purpose of this study is to identify across a number of workplace variables the similarities and differences in attitudes between three key frontline hotel worker groups: housekeepers, front office employees and food and beverage front-of-house staff.Design/methodology/approach A qualitative study was conducted using 25 semi-structured interviews with frontline workers employed in full-service hotels across Eastern Australia. Analysis was augmented through the Leximancer® software package to develop relational themes in the aggregation and disaggregation of the occupations.Findings Although work/life balance was a common theme across the three occupations, several distinct attitudinal differences emerged, in particular regarding perceptions of one occupational group towards another.Practical implications This study highlights the importance of hotel managers being cognisant of occupational differences and collecting data capable of assisting in the identification of these differences. Several practitioner relevant recommendations are made.Originality/value This exploratory study challenges assumptions regarding a “pan-industrial” hospitality occupational community and applies an emerging qualitative software package to highlight occupational differences and relational perceptions.
VL  - 28
IS  - 5
SN  - 0959-6119
DO  - 10.1108/IJCHM-08-2014-0391
UR  - https://doi.org/10.1108/IJCHM-08-2014-0391
AU  - Robinson Richard N.S.
AU  - Kralj Anna
AU  - Solnet David J.
AU  - Goh Edmund
AU  - Callan Victor J.
PY  - 2016
Y1  - 2016/01/01
TI  - Attitudinal similarities and differences of hotel frontline occupations
T2  - International Journal of Contemporary Hospitality Management
PB  - Emerald Group Publishing Limited
SP  - 1051
EP  - 1072
Y2  - 2024/04/24
ER  -